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Evidence Guide: ICAICT202A - Work and communicate effectively in an IT environment

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

ICAICT202A - Work and communicate effectively in an IT environment

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare to communicate and work effectively within an IT organisation

  1. Gather input from sources of information to develop, refine and document the ICT roles and services in an organisation
  2. Develop clear knowledge of enterprise policies, procedures and organisational requirements
  3. Document IT policy and procedures and determine whether they are applied in practice
  4. Determine key players within the organisation and their role and importance
Gather input from sources of information to develop, refine and document the ICT roles and services in an organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop clear knowledge of enterprise policies, procedures and organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document IT policy and procedures and determine whether they are applied in practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine key players within the organisation and their role and importance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use positive and varied communication strategies with ICT clients

  1. Receive requests and enquiries regarding the use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner
  2. Respond appropriately to client and colleague requirements and identify options
  3. Present written information and ideas in clear and concise language to ensure the intended meaning is understood
  4. Record information or messages and refer client requests to the appropriate person according to organisational procedures
  5. Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry
  6. Escalate inquiries that cannot be satisfied immediately
  7. Supply follow-up information to client as required in a timely manner
  8. Accommodate cultural differences in the workplace
Receive requests and enquiries regarding the use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond appropriately to client and colleague requirements and identify options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present written information and ideas in clear and concise language to ensure the intended meaning is understood

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record information or messages and refer client requests to the appropriate person according to organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate inquiries that cannot be satisfied immediately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Supply follow-up information to client as required in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accommodate cultural differences in the workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

process internal and external requests according to organisational policies and requirements

respond promptly to client enquiries and requests from colleagues.

Context of and specific resources for assessment

Assessment must ensure access to:

a workstation

a range of IT equipment, operating systems, software and technical information

organisational policies, procedures and governance documents

appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of candidate responding to clients’ requests and enquiries relating to the organisation’s IT systems, equipment and software

review of candidate’s collection of documented written messages and records

verbal or written questioning to assess candidate’s knowledge of organisational key roles, and technical capability and requirements.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Required Skills and Knowledge

Required skills

communication skills to:

clarify the needs of customers

deliver required level and quality of customer service

relate to people from diverse backgrounds and people with diverse abilities

request advice, receive feedback and work with a team

literacy skills to interpret:

relevant organisational policies and governance documentation

technical information, such as maintenance requirements for equipment

planning and organisational skills to plan work priorities and arrangements

technical skills to:

match equipment service requirements with maintenance processes

use IT equipment, operating systems and software.

Required knowledge

current industry-accepted hardware and software:

products, with broad knowledge of features and capabilities

product directions

operational environment:

customer base

company products

services

organisational policies and procedures that cover:

code of conduct

mission statement

routine work processes

systems, management structure and governance arrangements

principles of EEO and anti-discrimination

role and positioning of IT within the overall business objectives of the organisation.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Sources of information may include:

brochures and pamphlets

campaign briefs

internet and intranet

instruction or product manuals

supervisors and other staff.

Enterprise policies and procedures may include:

financial and decision-making delegations

referral and escalation paths

scope of the services to be provided.

Organisational requirements may include:

access and equity principles and practice

business and performance plans

defined resource parameters

ethical standards

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

OHS policies, procedures and programs

quality and continuous improvement processes and standards

quality assurance and procedures manual.

Key players may include:

employer organisations

industry publications and government departments involved in IT industry promotion

IT organisations

IT professional bodies

relevant unions

vendors of IT products and services.

Equipment may include:

hard drives

hubs

modems and other connectivity devices, such as digital subscriber line (DSL) modems

monitors

personal computers (PCs)

personal digital assistants (PDAs)

printers

switches

workstations

other peripheral devices.

Operating systems may include:

GNU and Linux

Mac OS X

Microsoft Windows

Unix-like operating systems:

HP-UX

IBM AIX

Silicon Graphics IRIX

Sun Solaris.

Software may include:

commercial software applications

organisation-specific software.

Respond appropriately may relate to:

answering enquiries promptly and appropriately

discussing, agreeing and recording supply arrangements with client

recording details in enterprise system

using appropriate questioning and active listening techniques to understand client needs and determine support requirements

using clear, simple and easy to understand language

ensuring responses are comprehensive.

Client may include:

employees

external organisations

individuals

internal departments

work colleagues.

Written information may include:

briefing notes

electronic mail

fax

general correspondence

handwritten and printed materials

internal memos

telephone messages.

Appropriate person may include:

authorised business representative

client

supervisor.

Cultural differences may relate to:

content of emails and business documents

customer service

design of templates

policies relating to safety standards

quality

security

the way people interact with each other.